Vendor Details

BNTouch

bntouch.com

Founded 2004

United States

About BNTouch

BNTouch was designed to fill the needs of individual Loan Officers as well as small and medium mortgage offices. BNTouch combines all the contact management, sales and marketing functions into one web-based system. BNTouch's features include: contact management, lead management, office productivity tools, marketing automation, calendaring, reporting, and an integrated website.

Comments: I like this system... and am happy that we chose it. It has a lot to offer (some of which, I'm still learning) and I can tell there is potential for growth within the system... I'm looking forward to roll outs of new features.

Pros: I love that it's specific to the Real Estate industry.
It has multiple uses to encourage, remind and assist with keeping in contact with clients and associates.
I like that the marketing section has articles and meme's that you can post onto your social media very easily.
The 'Support Team' is AMAZING! No matter my questions (and I have a lot of them!) they always respond, our Rep is always very helpful and responds with visuals to explain his answers, and tech support is just a phone call away!
Also, they just launched a feature where you can record a video with a short message for you client and send it.

Cons: The process to send set up a simple campaign is very complicated. There's no flow and you have to go in and out of different tabs/links to set it up.
It would be helpful if it was more streamlined.

I didn't love it

May 02, 2017

Ali O.

Loan Assistant

Financial Services, 1-10 employees

Used the software for: Less than 6 months

Source: Software Advice

2/5

Overall

1
/
5

Ease of Use

3
/
5

Features & Functionality

2
/
5

Customer Support

2
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Customer service was always willing to help with issues, and they really tried their best, but response times were pretty long, making it difficult to deal with.

Cons: We used it for several months and my team, including myself, still found it to be not at all user-friendly or intuitive. I know there's a learning curve with these sorts of things, but after 4 months, we should have been able to at least have more than a super basic understanding of how to store contacts and send emails. We constantly had questions about how to perform certain automated marketing functions, and in order to ask the questions, we had to submit support tickets, some of which wouldn't be addressed for a couple days. Additionally, the website says the mortgage pipeline is fully customizable, but we found this to not at all be the case. As a result, the pipeline was fairly useless to us, because we couldn't display it in a way that made sense for our business.

Vendor Response

by BNTouch
on May 12, 2017

Thank you for your feedback, We feel sorry that you left us with such opinion of our service. We would like to mention that each of our implementation specialists have a direct number that you can call during business hours or request a one on one session. Working with tickets gives you and us the ability to effectively track your requests to make sure they are handled properly. We carefully reviewed the history of our relationship and we can confirm that all your tickets and requests were addressed in a timely manner.

A review such as this is great way for us to learn where we can improve. One of the hurdles to overcome when implementing a new software solution is having an unbiased perspective when it comes to terminology. We can certainly greatly customize the area we call pipeline, however, an end user's definition of pipeline may be different. This is where the objectives and goals come into play. We would be happy to answer any questions or concerns your may have for us, please give us a call!

Thanks,
Yuri

Best CRM out there

Dec 05, 2016

Kaela F.

Mortgage Broker

Banking, 1-10 employees

Used the software for: Less than 6 months

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: We did a lot of research on different CRM's currently available on the market and this one offered most. We have been using it for over a year and absolutely love it. Especially since they did the upgrade to a better more appealing platform.

Pros: Our favourite feature is the Client & Partner Portals. We found this REALLY streamlines our business with our clients and they always LOVE using the portal. It is also a great way for us to market to our other partners, mainly realtors. Offering them something no other broker is. It allows them to be more involved in the process which they really like.

Cons: No real down sides to using this CRM. As long as they continue to re-invent and offer new features I will continue to use them. We would really like to see a revenue tracker where we can keep track of our commissions that have been paid out or not and print out year end reports on them.

Recommendations to other buyers: Definitely worth trying. No regrets on our investment into this CRM. Great customer service and the personal portals are such a great feature that no one is offering. LOVE IT!

Very good

Jan 05, 2018

Avhakholwi M.

Software programmers

Computer Software, 1-10 employees

Used the software for: 1-2 years

Reviewer Source

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: I believe it's developers can improve it to that level of big CRM out there. I would like people to start using it and see how good it is.

Pros: From its dashboard it looks good, the way things are visible and how simple you can use it. Most of things I prefer on a CRM bn touch has just that.

Cons: It's not unique and is under rated. I believe it has potential to grow big. Bn touch must keep updating it for it to compete with other big CRM on the market.

Great videos but not so good customer support

May 03, 2018

PAULINE S.

LOAN OFFICER

Financial Services, 11-50 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I signed up for this product because I liked what it had to offer. I had Media Center for many years and it did a great job. They set it up for me; however it did not draw information from Calyx POINT when I changed companies. They were bit expensive too. BN Touch costs was less than Media center but more than Jungo. BN touch have great videos.

Cons: No good customer support. The IT representative was really good; he managed to get it connected to my Point. However, I had to figure out calling calyx and bunch of numbers to enable him to do what was needed. I spent 1 month or more for that while paying for BN touch. Now that is resolved; I really needed someone from customer support to guide me on the phone so that I can set up marketing and other stuff the correct way. I didn't want to set up something wrong and I look stupid to my clients. BN customer support sent me an email to watch the videos and the email said to connect with them after watching the videos. They didn't ask if I have watched videos or not. No one picked up the phone to call me. For that reason, unless you are really confident that you can set it up in 2 months, don't sign up. If your current system works 80% stick to it.

Steep learning curve, but powerful product!

Oct 27, 2016

Ali O.

Loan Assistant

Financial Services, 1-10 employees

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: I've only been using BNTouch for a few weeks, but I can tell it's going to make my life and my business much more efficient! The automation capabilities in particular are extraordinarily powerful - unfortunately, this also means they're fairly complicated. There's definitely a steep learning curve - I've had to contact their support department probably a dozen times in the last two weeks. But that said, their support is very helpful, and I learn something each time I speak with somebody. Overall, it seems like a great product so far, and I'm excited to learn more about how to utilize their features!

Pros: The fact that it's tailored specifically for mortgages is helpful - there are places to add all the relevant info I need.

Cons: It's not very intuitive - so much to learn, and hard to do so without someone holding your hand. Also, I wish the pipeline view was a little more customizable.

Good product

Feb 18, 2017

Demetri S.

Mortgage Banker

Banking, Self-employed

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

4
/
5

Ease of Use

2
/
5

Features & Functionality

4
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: It is a good product that served its purpose. I was also able to send out newsletters and campaign specific items.

Pros: The ability to keep in touch with my clients, and birthday reminders.

Cons: Not a lot of customization available.

Recommendations to other buyers: It can handle your basic needs to keep in touch and on top of mind.

Vendor Response

by BNTouch
on May 12, 2017

Thank you for your feedback. The account that you were using was part of an enterprise environment and was restricted based on the guidelines of your company. We are sure that the customizations you were looking for could have been easily accomplished if you were the owner of the account and were not tied to your company. If you would like to explore more of these options we are happy to talk! :)

The service is HORRIBLE!!!! Good luck actually contacting a live person in tech support. You might get a call be 2-days later

Nov 15, 2018

Chief D.

Founder

Financial Services, 1-10 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

1/5

Overall

3
/
5

Ease of Use

5
/
5

Features & Functionality

1
/
5

Customer Support

1
/
5

Value for Money

Comments: Actually have live people answer your tech support phone line. You are supposed to be providing a CRM - Customer Relationship Management system and service. Rather ironic you don't seem to understand the importance of the first two words.

Pros: The product "appears" robust but emails constantly crash and there is ZERO customer service. Which is ironic seeing that they are a CRM!

Cons: Emails do not send. Google will block the emails you send or mark them as spam, or direct them into your clients' spam folder. It's a little difficult when your emails land in your borrowers, agents, escrow, etc. spam folders!
The WORST customer service. I think there are only 5-8 employees. While they are nice, when you are lucky enough to actually talk to someone, the simple fact you cannot resolve ANY tech issues in less than 48-hours is not acceptable.

Vendor Response

by BNTouch
on November 20, 2018

Thank you for leaving us a review. We regret that you experienced any issues with our support response time. We take these matters very seriously.

We have reviewed all of our responses to you from our support team and we don't see any delays that extend beyond the 24 hours initial response time. If we missed anything, please reach out to us and we'll investigate further.

Should have done this years ago!

Oct 02, 2014

Benny P.

Financial Services

Source: Software Advice

4/5

Overall

3.5
/
5

Ease of Use

4.5
/
5

Features & Functionality

3
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It keeps my current business with the access tools and makes sure they don't forget me in the future with the newsletters and well wishes. Unfortunately, people forget your name and number after a while; this prevents that from ever happening! I will never hear, "I would have used you but lost your email and couldn't find your number" ever again!

Cons: I wish technical support was more easily available.

Recommendations to other buyers: I have been a mortgage professional for 15 years and, I have yet to see a CRM tool that fits our specific needs as well as BNTouch does for us. Don't waste your time with any other use this CRM; you will increase your business and get more repeat business!

New to the CRM

Sep 06, 2018

Verified Reviewer

Financial Services, 1-10 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The integration for mortgage CRM software is excellent. They are adding new features that make sense for the user and the company.

Cons: None at this time. We will be using the software daily with the entire team.

Overall: Integrate all of our product solutions to a web-based platform. Our team is mobile and needs to be in contact with clients and partners daily. This system does that!

too soon to truly tell, but appears to be not precisely what I want.

Aug 03, 2017

Ruth L.

Loan Origination

Financial Services, 51-200 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

4/5

Overall

2
/
5

Ease of Use

2
/
5

Features & Functionality

4
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Not sold on it yet. I need to train more and that may resolve any issues I have. I like the to do list a great deal.

Pros: Ease of import. Basic functions are good. To DO list helpful. Once I get more time for training, I think that the functionality will be excellent.

Cons: Client info is layered away from me- appears to be less personal; built for an organization when I need

Bn touch

Dec 13, 2016

Diego P.

Sales manager

Banking, 51-200 employees

Used the software for: Less than 6 months

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Great experience just plugs and play for me .add referral partners, add clients and simply add them to your drip campaign. Intuitive for the person that makes the small extra time and reads

Pros: Plug in play

Cons: Not as effective for nontech-savvy users

Recommendations to other buyers: Be patient and read the instructions

BNTouch works for my Mortgage Bisiness

Jan 25, 2018

Warrick P.

Snr. Loan Officer

Financial Services, 11-50 employees

Used the software for: Less than 6 months

Reviewer Source

Source: Software Advice

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: From what I've seen, BNTouch offers LO's all the best mortgage CRM features... it's a good choice.

Pros: It's easy to use and an average LO can be up and running in the same week that they customise the CRM to their needs.

BNTouch CRM

Feb 19, 2016

pamela c.

President

Financial Services

Used the software for: 6-12 months

Source: Software Advice

5/5

Overall

4
/
5

Ease of Use

4.5
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: it is user friendly and works well will my other software.

Cons: no complaints. It is easy to use and the customer service is great!

Recommendations to other buyers: Don't try to fit your mortgage business with other industry CRM's. This one has it all.

BN Touch Review from Nate

Jun 05, 2015

Nathan B.

Sales Manager

Financial Services

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

4.5
/
5

Ease of Use

3
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: It really helps me keep on top of my leads, and for me to be able to keep up with my borrowers. The company is great to work with and there doesn't seem to be any lag.

Cons: I don't like the layout. In fact, it drives me nuts. I wish there was a way to disposition the lead at the top of the page. Anytime I call a lead, I have to scroll all of the way down the page to see where we left off. It would be nice to be able to have the notes at the top of the page.

Recommendations to other buyers: To have the ability to put tasks and notes at the top of the page.

Must have product for Loan Officers!

Dec 11, 2014

Rasy S.

Banking

Source: Software Advice

5/5

Overall

4.5
/
5

Ease of Use

4.5
/
5

Features & Functionality

4.5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The system makes is very easy to manage my database, whether I need to follow up with potential clients or market to client's that I've closed in the past.

Cons: It takes a lot of time to set up properly, but once you do it, it's very good!

Recommendations to other buyers: Open house flyers need to improve a bit, but it's not a deal breaker.

We have been using the product since February and are satisfied

Oct 02, 2014

Robyn S.

Financial Services

Source: Software Advice

4/5

Overall

3.5
/
5

Ease of Use

3.5
/
5

Features & Functionality

5
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like the database part of it and the response of the tech staff.

Cons: I'm not so keen on the email system setup; it gets confusing, and emails are sent that should not have been.

Recommendations to other buyers: If you are a mortgage broker, this is the software for you, but you need to be somewhat computer talented to manage sending emails through the system.

Great product overall, missing some key elements

Nov 25, 2015

Kaela F.

Owner

Financial Services

Used the software for: Less than 6 months

Source: Software Advice

4/5

Overall

3
/
5

Ease of Use

4
/
5

Features & Functionality

3
/
5

Customer Support

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The client and partner portal as well as the phone app.

Cons: Does not separate contacts from mortgage applications. Would like to be able to customize the client portal. Also needs to have a better mobile view for emails and such.

Recommendations to other buyers: Great customer and partner portal for you to be able to better connect with those involved in the mortgage transaction .